Bilingual Customer Service Team Lead | Coach & Escalate

Uline; Racine (WI); On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Health insurance

401(k) with 6% employer match starting

Paid holidays & PTO

Tuition Assistance Program

Job summary

Uline in Kenosha, WI seeks a Bilingual Customer Service Team Lead to coach reps, deepen product knowledge, and uphold fast, friendly service our customers love. This on-site role requires 3+ years in customer service, 2+ years in leadership, and fluency in English and Spanish.

Bachelor’s degree preferred; high school diploma required. You will review interactions, manage escalations, and lead team meetings to improve quality and satisfaction.

Qualifications

• High School diploma or equivalent required.
• Bachelor’s degree preferred.
• 3+ years of customer service experience.
• 2+ years of leadership / supervisory experience preferred.
• Bilingual (English / Spanish) - Fluent in both verbal and written forms.

Responsibilities

• Coach and develop Bilingual Customer Service Representatives in all areas including product knowledge, policies and procedures as well as performance metrics.
• Review phone, email and other customer interactions to evaluate quality, track results and provide coaching and performance reviews for increased success.
• Provide feedback to management on processes improvements that increase efficiency and customer satisfaction.
• Facilitate team meetings and one-on-one sessions to communicate policy updates, company information and provide training and coaching.
• Handle escalated customer issues and provide weekly support for customer interactions.

Skills

Leadership experience

Customer service

Communication skills

Bilingual English/Spanish

Education

High School diploma or equivalent

Bachelor’s degree preferred

Job description

Uline in Kenosha, WI seeks a Bilingual Customer Service Team Lead to coach reps, deepen product knowledge, and uphold fast, friendly service our customers love. This on-site role requires 3+ years in customer service, 2+ years in leadership, and fluency in English and Spanish.

Bachelor’s degree preferred; high school diploma required. You will review interactions, manage escalations, and lead team meetings to improve quality and satisfaction.